Genesys

Voice
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About Genesys

Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.
Through Genesys BYOC program, you can now connect your SIP Trunks on the Atomic platform seamlessly.
Below are the steps on how you can use the BYOC (Bring Your Own Carrier) Cloud solution from Genesys with your Atomic account.
Creating a SIP Trunk
You will first need to create a Voice Service. For more information on how to create a Voice Service, please refer to this documentation -
Once your Service has been created, you can follow these steps to create a trunk for Outgoing Calls:
  1. Go to the Manage section of the Service and go to the Connections tab.
  2. Under the SIP End Point, you will see the SIP Account and VOIP Password. This is the information that you will need to input into your Genesys portal.
    SIP End Point tab showing SIP Account, VOIP Password fields, and Enable SIP Account and Trust CLI t…
    SIP End Point tab showing SIP Account, VOIP Password fields, and Enable SIP Account and Trust CLI t…
  3. Ensure that Enable SIP Account and Trust CLI is toggled to ON
  4. Click on Update.
  5. Now, go to the Sip Incoming Trunk tab and click on the Add New button.
  6. Give a descriptive name and under Primary IP Address enter your unique FQDN (Inbound Request-URI Reference) obtained from your Genesys account. Leave the Secondary IP Address blank and click on Add.
    Add New Incoming Trunk dialog with Genesys BYOC name and FQDN entered as the primary IP address
    Add New Incoming Trunk dialog with Genesys BYOC name and FQDN entered as the primary IP address
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You do not need to configure anything in SIP Outgoing Trunk and can leave this blank. This simply means, that the system will ensure all outgoing calls is using the SIP End Point connection, and all incoming calls will use the SIP Incoming Trunk.
Configuring DID Numbers
To ensure that incoming calls are passed through to your Genesys account, when you order or port numbers, you will need to ensure that the number is associated to the correct Service and Connection.
To do this, when you reach the section called Select a Service:
  1. For Number Format select +E.164
  2. For Service, you will need to select the appropriate Service that was created in association with your Genesys BYOC account.
Under the Select a Connection, make sure you select the SIP Incoming Trunk that you previously created AND NOT THE SIP END POINT!
Genesys DID connection dropdown with the SIP Incoming Trunk highlighted and SIP End Point visible a…
Genesys DID connection dropdown with the SIP Incoming Trunk highlighted and SIP End Point visible a…
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Please ensure that you select the configured SIP Incoming Trunk. Incoming calls will not work if the DID is configured to a SIP End Point.
For more information on how to order and port numbers, please refer to this documentations:
Enabling 2-way SMS

Overview

This guide walks you through enabling 2-way SMS capability between the Atomic platform and your Genesys platform. The setup process takes approximately 1-2 business days to complete due to SMPP binding activation.

Prerequisites

Before you begin, ensure you have:
  • Access to the Atomic platform with administrative privileges
  • An existing Genesys SIP Trunk configured in your Atomic account
  • The customer account associated with your Genesys SIP Trunk

Setup Steps

Step 1: Create an SMS Service with SMPP Capability

  1. Log in to the Atomic platform
  2. Navigate to the SMS services section
  3. Create a new SMS service with the following settings:
    • Customer: Select the same customer that your Genesys SIP Trunk is connected to
    • Service Plan Type: Select SMPP
  4. Save the service configuration
  5. Note the SMPP connection details — you'll need these to configure your Genesys platform

Step 2: Configure Your Genesys Platform

Use the SMPP details from Step 1 to configure the SMS integration on your Genesys platform. Refer to your Genesys documentation for specific configuration instructions.
Use the below settings to configure your SMPP bind in Genesys Cloud:
9 of 9 rows
SMSC Hostap-au.mlsmpp.net
Port8775 (TLS - mandatory)
TLS VersionTLSv1.2
Bind TypeTransceiver
Inbound Plus PrefixEnabled
Outbound Plus PrefixEnabled
Destination Number FormatInternational (E.164)
Messages Per Second20
System TypeLeave blank
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Important: The connectivity between Genesys and Atom must be on secure SMPP over TLS. Port 8775 must be used. Port 2775 (standard non-encrypted) is not supported and connections will fail.
All source and destination numbers must be in E.164 International format (eg. +61412345678). Both inbound and outbound plus prefixes must be enabled in your Genesys configuration.

Step 3: Obtain a Virtual Mobile Number

Choose one of the following options to get a mobile number for your 2-way SMS:
Option A: Get a New Virtual Mobile Number
  • Purchase a new virtual mobile number directly from the Atomic platform
Option B: Use an Existing Number
  • If you already have a number in your Atomic account, move it to your Genesys SIP Trunk
Option C: Port an Existing Number
  • Port a mobile number you currently own to your Atomic account

Step 4: Request SMPP Binding Activation

Once your mobile number is associated with the service:
  1. Contact Atomic support via support@atomtelecom.com.au
  2. Request SMPP binding activation for your virtual mobile number
  3. Provide the following information:
    • Virtual mobile number
    • SMS service name
    • Associated customer account
Processing Time: Typically 1 business day

Step 5: Configure the Sender ID

While waiting for SMPP binding activation:
  1. Return to the SMS service you created in Step 1
  2. Navigate to the Sender ID tab
  3. Select your Virtual Mobile Number from the dropdown
  4. Save your changes

Step 6: Test Your Configuration

Once you receive confirmation that SMPP binding has been enabled:
  1. Send a test SMS from your Genesys platform
  2. Reply to the test message to verify 2-way functionality
  3. Confirm that replies are received in your Genesys platform
Your 2-way SMS is now ready to use!

Troubleshooting

Common Issues

4 of 4 rows
SMPP connection failsVerify SMPP credentials match between Atomic and Genesys
Number not showing in Sender IDEnsure the number is properly associated with your service
Messages not receivedConfirm SMPP binding activation is complete (contact support)
One-way messaging onlyCheck that Sender ID is configured with your virtual mobile number

Support

If you encounter any issues during setup, please contact our support team:
  • Email: support@atomtelecom.com.au
  • Phone: +61283176200
  • Portal: support.atomtelecom.com.au
Note: Please have your customer account number and virtual mobile number ready when contacting support.

Next Steps

After successfully enabling 2-way SMS, consider:
  • Setting up message templates in Genesys
  • Configuring automated responses
  • Reviewing SMS usage analytics in the Atomic platform
  • Testing high-volume scenarios
Review Genesys Setup Guide
Please do note that the below is not an official document and is not consistently updated. For updated information, always check and verify with Genesys.
Genesys Cloud BYOC-C with Atom Setup Guide (1).pdf
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